Customer Care Officer

We are seeking a proactive and experienced Customer Care Officer to lead our team of Customer Care Executives in delivering exceptional service to our customers. As part of a fast-growing e-commerce service provider, you will play a critical role in ensuring smooth operations, maintaining high customer satisfaction, and driving continuous improvement in customer service processes.

Key Responsibilities

• Team Leadership & Management
• Supervise, guide, and motivate a team of Customer Care Executives.
• Allocate tasks, monitor performance, and ensure adherence to service standards and SLAs.
• Conduct regular training sessions to enhance product knowledge, communication, and customer handling skills.
• Customer Support Oversight
• Oversee all customer interactions (calls, emails, chats, social media) to ensure timely and effective resolution of queries and complaints.
• Handle escalated issues professionally and ensure satisfactory closure.
• Monitor customer feedback and identify areas of service improvement.
• Process & Performance Management
• Track team KPIs, such as response time, resolution time, CSAT, and NPS.
• Implement quality assurance practices to ensure service excellence.
• Develop and refine customer care processes, FAQs, and SOPs to improve efficiency.
• Collaboration & Reporting
• Coordinate with operations, logistics, sales, and technology teams to resolve cross-functional issues impacting customers.
• Prepare periodic reports on customer service performance and share insights with senior management.
• Provide recommendations for technology and process improvements to enhance the customer journey.

Job Type: Full-time

Pay: ₹15,000.00 - ₹20,000.00 per month

Experience:

• customer support: 2 years (Required)

Language:

• Hindi (Preferred)
• English (Required)

Work Location: In person